Basic Info

Ehab Elnakib

7 years

Dubai, United Arab Emirates

Bachelor's Degree

Manager

Work Experience

Assistant Contact Center Manager at Teleperformance

Experience Details

Assistant Contact Center Manager

Operations/Management, Quality, Customer Service/Support

Manager

Key Activities

1. Managing the daily operation of the contact centre to achieve agreed SLAs, KPIs, profitability, and customer satisfaction standards and maintained in line with company defined objectives.

2. Work with team leaders and supervisors to define their responsibilities and develop key performance indicators/goals to ensure effective and efficient operation of the contact centre.

3. Undertaking regular one-to-one meetings, team meetings, training and counselling/coaching sessions for all direct reports, conducting regular performance appraisals.

4. Effectively set and monitor departmental goals, ensuring that both service level and budgetary targets are achieved.

5. Assist in the preparation of the contact centre budget.

6. Analyse call and revenue data to determine operational trends and provide solutions to increase sales, service and quality. Driving improvement projects to improve performance against targets.

7. Implement new program, service and employee satisfaction initiatives in order to achieve contact centre revenue, quality and employee satisfaction and attrition targets.

8. Hire, develop, coach, support and mentor staff members in order to maximize employee and contact centre performance.

9. Serve as an escalation point, responsible for solving complex customer service issues.

10. Provide regular reports to all contact centre employees on the service and quality performance of the contact centre against targets.

11. Alway on call for after-hour emergencies.

12. Managing a team of 6 supervisors, each has a team of 15 agents.


Company Details

Teleperformance (multinational)

Dubai, United Arab Emirates

N/A

Consumer Electronics , Outsourcing/Offshoring , Telecommunications

Teleperformance.com

Aug 2015 to present (1 year 8 months)
Operations Manager at Bashar Soft - Wuzzuf.com

Experience Details

Operations Manager

Operations/Management, Customer Service/Support

Manager

Responsible of a team of Sales account Managers and Team of Recruiters.

Myself with the team managed to increase the revenues to 3x in One year.
The team expanded from 4 Sales Account managers to 12 account managers.
and from 2 Recruiters to 6 recruiters

1. Manage Sales team leader.
2. Manage Recruitment team leader.
3. Project Sales target.
4. Drive performance.
5. Ensure best customer experience.
6. Follow up on the collection team.
7. Develop team personal and professional skills.
8. Escalation point for Key account and hight level escalations.
9. Drive the Revenues and ensure Gross Margin Targets are achieved.
10. Work with the marketing team on the Marketing events and increasing the Social media engagement.
11. Planning the attendance of Job Fairs and outdoors events.


Company Details

Bashar Soft - Wuzzuf.com

Egypt

N/A

Internet/E-commerce, Recruitment and Staffing

Wuzzuf.com

Apr 2014 to Aug 2015 (1 year 4 months)
Call center supervisor at Teleperformance

Experience Details

Call center supervisor

Customer Service/Support, Operations/Management

Manager

Call Center Supervisor  Teleperformance - Nokia Project Company
• Responsible for handling a team of 20 employees and supervising their work successfully.
• Handling all team members' problems and queries successfully and provide solutions to their problems.
• Provided technical support to the team members.
• Responsible for motivating employees and team members to meet company's goals and customer satisfaction.
• Creating presentations and reports for daily, weekly and monthly operational progress and achievement.
• Analyze Root causes and set the right action plans to overcome any failed KPI (Operational or Financial).  


Company Details

Teleperformance

Egypt

N/A

Outsourcing/Offshoring , Consumer Services , Electronics and Semiconductors

N/A

Nov 2011 to Feb 2013 (1 year 3 months)
Call center senior agent at Teleperformance

Experience Details

Call center senior agent

Customer Service/Support

Experienced (Non-Manager)

    Call Center Senior Agent - Complaint management  Teleperformance - Dell Project  
• Establish empathy with the angry customers and try to offer alternative solutions.
• Communicate with the customer the steps to follow.
• Take the ownership of each case and communicate with the responsible departments to find the fastest solution.
• Inform the customer when the problem is solved.
  • Contact the customer a few days later to make sure he's satisfied with the way the problem was solved.
• Prepare reports on weekly and monthly bases.


Company Details

Teleperformance

Egypt

N/A

Consumer Electronics , Consumer Services , Outsourcing/Offshoring

N/A

Jan 2011 to Nov 2011 (10 months)
Drive test Engineer at Ericsson

Experience Details

Drive test Engineer

Engineering - Telecom/Technology

Entry Level

Job Role:
• Dealing with TEMS Data collection and Route Analysis.
• Validation of Handover success (3G-3G, 3G-2G).
• Benchmark between operators using the mobile.
• Testing different services (HS and R99).
• Make a drive test for all BSC'S and RNC'S in Operator's Network.
• Diagnose all RF related problems such as Interference, Drop calls, HO failure, Missing neighbors, Cross feeder etc.
• Special drive test to faulty sites like (cross feeders, High call drop, faulty DRU check
• Making reports (GSM: RX Level - Rx Quality - Site Functionality test - HO test - Cluster Drive Test) (3G: RSCP - Ec/No - Voice - Video - Site Functionality test - HO test - HSDPA test - Cluster Drive test)
• Dealing with Customer Requirements and Customer Complaints.


Company Details

Ericsson (multinational)

Egypt

N/A

Engineering Services

N/A

Nov 2010 to Jan 2011 (2 months)
Call center Agent at Teleperformance

Experience Details

Call center Agent

Customer Service/Support

Entry Level

Dell® Technical Support Agent. • Handling customer's technical inquiry about Dell DeskTop and Laptops. • Handling high level escalations and customer's complaints and communicate with the Service Centers and the Client to find the best solution for the customer.  


Company Details

Teleperformance (multinational)

Egypt

N/A

Information Technology Services, Consumer Services

N/A

Jun 2010 to Nov 2010 (5 months)

Achievements


Best Supervisor in Teleperformance Egypt 2012 and was awarded by a travel to GREECE.

Education

Bachelor's Degree in Communications and Electronics engineering

Education Details

Bachelor's Degree

Communications and Electronics engineering

El Shorouk Academy High Education Institutes of Engineering, Egypt

C / Good / 65 - 75%

N/A

N/A

El Shorouk Academy High Education Institutes of Engineering
2002 - 2007
High School - International Baccalaureate

High School Details

International Baccalaureate

emirates private school

United Kingdom

2002

C / Good / 65 - 75%

N/A

emirates private school
2002

Training and Courses

Training/Course Details

Call center management

Jun 2013

Teleperformance Greece

Courses After going through a selection process consists of an Exam and an Interview I got the highest score among the supervisors in Teleperformance Egypt.   I was awarded to travel to Teleperformance Greece to have the below courses:   Project Planning: The phases of planning a new project with the timeline and how to cooperate with all the concerned parties.   Internal and External KPI's: The Qualitative and Quantitive KPI's and how to evaluate my project and team's performance financially and the efficiency.   Quality Assurance: The methods of analyzing and monitoring the issues and how to find out the root cause and the best way to solve it.   Work Force Management: The Planning and forecasting of the headcount and the incoming traffic pattern and the best Staffing to normalize the Gaps between the planning and the forecast.

This profile is not updated!
Last update more than 5 months ago.

Jobseeker photo

Profile Skills and Keywords

AnalyticalArabicAssistant Contact Center ManagerBusiness-orientedCall Center AgentCall Center ManagementCall Center Senior AgentCall Center SupervisorCommunications And Electronics EngineeringConsumer ElectronicsConsumer ServicesCustomer ServiceDrive Test EngineerE-commerceElectronics And SemiconductorsEngineering ServicesEnglishEricssonFootballHard WorkerInformation Technology ServicesInternetLeaderMS ExcelMS WordManagementMicrosoft PowerPointMicrosoft VisioOffshoringOperations ManagerOutsourcingQuality AssuranceQuality ControlRecruitment And StaffingSAPSiebleSupportTargetsTeam PlayerTeam WorkTelecommunicationsTeleperformance

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

MS Excel

MS Excel

: Expert

: Extreme - I love it!

:

More than 7 years

MS Word

MS Word

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

More than 7 years

SAP

SAP

: Expert

: Extreme - I love it!

:

Less than 1 year

Sieble

Sieble

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Visio

Microsoft Visio

: Expert

: Extreme - I love it!

:

5-7 years

Key Skills

Analytical, Leader, Business-oriented, Hard worker, Team Player

Online Presence

URL(ex: http://www.linkedin.com/in/ehab.elnakib

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